An interesting HBR Blog article by Andris A. Zoltners, PK Sinha, and Sally E. Lorimer asserts companies are addicted to harmful sales incentive cultures. Incentives aren’t the problem. The problem is determining whether or not the incentives drive behavior that
Why What You Want Doesn’t Matter
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical
Customer Loyalty Bad? Never!
I read a good Harvard Business Review blog post that discussed when customer loyalty can be a bad. The article is worth perusing, even though the authors have missed the point of loyalty. Customer loyalty is never bad. The argument
Using Your Superpower Responsibly – Common Sense
Sometimes customer service can be very difficult to deliver. However, more and more I am convinced that the problems originate from failure to observe the maxim: failure to plan is planning to fail. When these cases arise, customer service problems